Trains and supervisors house officers. Monitors and patrols assigned areas to provide a safe environment for guests and employees and to minimize opportunities for loss or damage. Anticipates potential problems and reacts to disturbances and prohibited conduct. Responds to emergency situations as needed.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
- Resolve guest complaints, ensuring guest satisfaction.
- Maintain complete awareness of:
- scheduled group activities and house count.
- hours of operation.
- Fire, emergency procedures manual, and business continuity plan
- Notify local authorities when situations warrant.
- Report and document any guest or employee incident.
- Health screening for all employees, contractors and visitors entering property. Provide badges for contractors.
- Issue radios, keys to designated hotel personnel. Maintain accurate records and ensure the safekeeping of such.
- Inspect employee packages, purses, bags, etc. as employees enter or leave the property.
- Patrol the property, check all designated points and document all actions taken.
- Coordinate emergency situations.
- Investigate duress alarms. Demonstrate proficiency with regards to the comprehension and use of all applicable codes.
- Receive radio and telephone reports of emergency situations. Determine nature, location, priority of emergency and promptly dispatch emergency response and back-up as necessary.
- Maintain vigilance of all monitors and alarm panels and be familiar with their operation.
- Familiarity with the operational use of the fire alarm enunciator panel.
- Be knowledgeable of the areas to be controlled, officers on duty, building locations, emergency telephone numbers and the facilities and availability of emergency services.
- Resolve safety hazard situations.
- Investigate suspicious persons on hotel property.
- Conduct designated investigations into theft or lost items, noise complaints, assault complaints, food poisoning complaints and other guest complaints; complete documented reports.
- Respond to the scene of guest/employee accident promptly; administer first aid/CPR; communicate specified information to E.M.S./medical personnel as required.
- Comply with state regulations and hotel guidelines for handling intoxicated guests.
- Report to scenes of vehicles accidents/thefts and document specified information.
- Coordinate lost and found items program. Document, organize and store all lost and found items given to Loss Prevention; document guest inquiries for lost items and coordinate return of lost items to guests.
- Monitor surveillance cameras.
- Supervise the entire Loss Prevention staff assigned to the shift.
- Manage all fire alarms and emergencies within the property.